Refund policy
Introduction
Thank you for shopping at casalx.shop.
This Return and Refund Policy explains the procedures that apply where a customer wishes to cancel an eligible online purchase, return goods or seek a remedy for damaged, defective, incorrect or non-conforming products.
Nothing in this policy is intended to reduce or exclude any statutory consumer right available under applicable UK law.
For return and refund assistance, contact:
Email: info@casalx.shop
14-Day Right to Cancel Eligible Online Purchases
Where UK distance-selling cancellation rights apply, a consumer may cancel an eligible purchase without giving a reason.
The cancellation period generally expires 14 days after the day on which the customer, or a person nominated by the customer other than the carrier, takes physical possession of the goods.
For an order containing multiple goods delivered separately, the cancellation period will generally run from receipt of the final qualifying item.
To exercise the right to cancel, customers must send us a clear statement confirming their decision to cancel.
Cancellation requests may be sent to:
The request should include the customer's name, order number, email address used for the order, the item or items being cancelled and sufficient information for us to identify the transaction.
A customer does not need to provide a reason for exercising a valid statutory cancellation right.
Returning Goods After Cancellation
After notifying us of a valid cancellation, the customer must normally send the goods back within 14 days after communicating the cancellation.
Customers should contact us before sending any goods so that we can provide the appropriate return instructions and applicable return destination.
Products should not be sent to an arbitrary address or to an address appearing only on external packaging unless we have specifically confirmed that it is the correct return destination.
Condition of Returned Goods
Customers may examine goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner broadly comparable to how goods could be examined in a physical shop.
Where goods have been handled beyond what is reasonably necessary and their value has been diminished as a result, we may make a lawful deduction from the refund to reflect that diminished value.
Customers should therefore take reasonable care of goods while they remain responsible for returning them.
Where reasonably possible, products should be returned with their original packaging, accessories, manuals and included components. A failure to retain packaging does not automatically remove statutory cancellation rights.
Return Shipping Costs for Change-of-Mind Cancellations
Where a customer exercises a statutory cancellation right because they have changed their mind and the goods are not faulty, damaged, incorrect or misdescribed, the customer is normally responsible for the direct cost of returning the goods unless we have agreed otherwise.
Customers should use an appropriate and reasonably secure shipping method.
We strongly recommend retaining proof of postage or tracking information until the return has been completed.
Faulty, Damaged, Incorrect or Misdescribed Goods
This policy does not limit statutory rights relating to goods that are faulty, damaged, unsafe, not as described, not of satisfactory quality, not fit for their intended purpose or otherwise fail to conform to the contract.
Customers should contact us as soon as reasonably possible at:
The customer should provide the order number and a description of the problem.
Where appropriate, we may request photographs or other reasonable evidence to help us determine what has occurred.
The Consumer Rights Act 2015 provides statutory remedies for non-conforming goods. Depending on the circumstances and timing, these may include rejection and refund, repair, replacement, price reduction or a final right to reject.
A statutory short-term right to reject qualifying faulty goods will generally apply during the first 30 days where the legal conditions are satisfied.
Where the law requires us to bear the reasonable cost of returning faulty or rejected goods, we will do so.
Goods Damaged During Delivery
Customers should inspect their order as soon as reasonably practicable after delivery.
If a parcel or product arrives damaged, please contact us promptly at info@casalx.shop.
Please retain the product and packaging until we have assessed the issue, unless retaining it would be unsafe.
Photographs showing the damage, packaging and shipping label may assist us in resolving the matter more efficiently.
Incorrect Products
If a customer receives a product materially different from the product ordered, they should contact us at info@casalx.shop.
Once the issue has been verified, we will provide an appropriate remedy consistent with applicable law.
Customers should not be required to bear reasonable return costs arising solely because we supplied the wrong product.
Missing Items
If an order appears incomplete, customers should first check the shipping confirmation because products may occasionally be dispatched separately.
If an item remains missing, contact:
Please provide the relevant order number and details of the missing product.
Exchanges
Where an exchange is legally required or commercially available, we may arrange a replacement product.
If a customer merely changes their mind and wishes to purchase a different product, size, colour or variation, the simplest procedure may be to cancel and return the eligible original item and place a separate new order.
Availability of replacement goods cannot be guaranteed.
Refund Timing for Cancelled Orders
Where a valid statutory cancellation applies, we will issue the refund within the period required by applicable law.
For returned goods, we may generally wait until we have received the goods back or until the customer supplies evidence that they have sent the goods back, whichever occurs first, where the law permits us to do so.
Once a refund is submitted by us, additional processing time may be required by the customer's bank, card issuer or payment provider before the funds appear in the customer's account.
Refund Method
Refunds will ordinarily be issued using the same payment method used for the original transaction unless the customer expressly agrees to another lawful method.
We do not charge a fee merely for issuing a refund that is legally due.
Original Delivery Costs
casalx.shop currently provides free standard shipping on all orders, so there is ordinarily no standard outbound delivery charge to refund.
If we later offer a paid premium or expedited delivery service and a customer chooses that service, statutory cancellation rules may only require reimbursement up to the cost of the least expensive standard delivery method offered for the order.
Exceptions to Change-of-Mind Cancellation Rights
Statutory cancellation rights may not apply, or may cease to apply, to certain categories of goods where an applicable legal exception exists.
Depending on the product, exceptions may include:
- Goods made to the customer's specifications or clearly personalised;
- Goods liable to deteriorate or expire rapidly;
- Sealed goods not suitable for return for health-protection or hygiene reasons once unsealed after delivery;
- Sealed audio, video or computer software products once unsealed;
- Newspapers, periodicals or magazines other than subscription contracts;
- Goods that become inseparably mixed with other items after delivery; and
- Other products or services excluded by applicable UK consumer law.
These exceptions do not remove statutory rights where goods are faulty, misdescribed or otherwise non-conforming.
Sale and Discounted Products
Products purchased during a sale, promotion or using a discount code remain subject to applicable statutory consumer rights.
A reduced price does not remove legal rights relating to faulty or non-conforming goods.
Where a statutory cancellation right applies, an eligible sale item may also be cancelled in accordance with applicable law.
Gift Cards
Where gift cards or similar products are offered, their cancellation and refund treatment may depend on whether the card has been used and on applicable legal requirements.
Nothing in this policy limits any mandatory legal right.
Refused or Uncollected Deliveries
Simply refusing a delivery or failing to collect a parcel does not necessarily constitute a valid cancellation notice.
Customers wishing to cancel should also notify us clearly at:
Where a parcel is returned because the customer supplied an incorrect address, refused delivery without valid legal grounds or failed to collect it, reasonable additional costs may be taken into account where permitted by law.
Return Fraud and Abuse
We reserve the right to investigate suspected return fraud, including returns involving substituted products, deliberately damaged goods, false claims or misuse of return procedures.
Nothing in this section permits us to deny a genuine statutory consumer right.
Model Cancellation Instructions
To cancel an eligible order, customers may email info@casalx.shop with the subject line:
Cancellation Request – casalx.shop Order
The message should clearly state that the customer wishes to cancel the contract and should include the order number, customer name, relevant goods and date received.
Any clear statement of cancellation will be accepted where it satisfies applicable legal requirements.
Contact
For cancellation, return or refund assistance:
casalx.shop
Email: info@casalx.shop
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